Job Scope
Responsible in handling internal and external calls from the users regarding IT incidents or service requests;
Responsible to provide 24x7 remote support to users on various client devices and gaming / non-gaming systems;
Continuous improvement to achieve higher rate of first call resolution;
Ensuring proper documentation, notification, escalation, tracking, and follow up of all incidents/service request;
Handle user access administration on various systems which had been delegated;
Continuously to build up quality FAQs as reference for both IT supports and users to promote knowledge sharing & self-service;
Identify systematic problems and/or recommend opportunities for improvement that will eliminate or reduce number of reported problems;
Follow-up with users to ensure satisfaction;
Recommend modifications to existing or new SOPs that will improve the overall operation;
Requirements
1-2 years of relevant IT helpdesk/enterprise remote support experience required;
Hands-on experience with personal computers/laptops/mobile devices in iOS & Android platform;
Proficiency with Windows 7/XP/2000;
Possess strong experience in hardware and software troubleshooting;
Experience in Micros-Fidelio Opera PMS and POS application will be an added advantage;
Education
Bachelor’s Degree or equivalent relevant qualifications;
Preferred Certification: ITIL, MCSA, MCSE;
Skills
Ability to communicate effectively in English and Cantonese/Mandarin;
Good listening skills & customer service expertise;
Ability to work as part of a team to accomplish common goals;
Log, troubleshoot, and track problems to a successful conclusion;